Commercial Lines-AVP, Client Services Manager (hybrid NY)

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance and a WORK180-endorsed employer. We are consultative advisors and problem solvers, helping companies and individuals worldwide address significant risk, workforce, wealth management, and retirement challenges through custom solutions and a people-first approach.

About the role

The AVP, Client Service Manager serves as a strategic partner and primary relationship manager to a select group of Sales Advisors/Producers. As a trusted extension of the Advisor team, you will lead the coordination and delivery of client service activities across Commercial Property & Casualty (P&C), ensuring a seamless and exceptional client experience. This highly visible role drives client satisfaction, supports growth and retention initiatives, facilitates collaboration across internal teams, and ensures successful execution of service and renewal strategies.

This is a full-time, hybrid role based in Plainview, NY. Remote options may be considered for well-qualified candidates within a reasonable commute for in-office or client meetings. In-office presence is crucial for fostering interaction, career development, spontaneous collaboration, and stronger team relationships.

Responsibilities

• Strategic Client Leadership & Relationship Management
  • Serve as the strategic relationship lead and primary coordinator across Advisors’ portfolio, aligning client objectives, insurance strategy, and service delivery across all lines of business.
  • Lead client planning discussions by identifying emerging risks, growth initiatives, organizational changes, and opportunities to strengthen program design and risk management strategies.
  • Partner with Advisors to prepare for and participate in executive-level client meetings, renewal strategy sessions, and stewardship presentations.
  • Develop a comprehensive understanding of each client’s business, ownership structure, operational priorities, and risk profile to proactively anticipate needs and recommend solutions.
  • Act as the trusted relationship manager for day-to-day client interactions while maintaining strong executive relationships with client leadership and key partners.
• Insurance and Carrier Coordination
  • Establish clear ownership, service expectations, timelines, and accountability measures for all client deliverables.
  • Drive execution of client strategies by proactively identifying obstacles, facilitating resolution, and ensuring commitments are completed on schedule.
  • Lead weekly and monthly account status reviews, providing updates on client activity, open opportunities, cross-sell initiatives, renewals, and service issues.
  • Mentor and support internal team members by promoting best practices in client service, communication, follow-through, and relationship management.
• Service Excellence, Stewardship & Governance
  • Build and maintain a formal client engagement cadence, including annual planning sessions, stewardship reviews, renewal strategy sessions, and executive touchpoints.
  • Coordinate production and delivery of annual or semi-annual stewardship reports highlighting program performance, service accomplishments, claims trends, renewal outcomes, market conditions, and strategic recommendations.
  • Ensure service delivery consistently meets or exceeds NFP service standards.
  • Monitor service quality across all client engagements and implement continuous improvement initiatives.
  • Maintain accurate documentation of client discussions, decisions, action items, and strategic initiatives.
  • Provide email correspondence and calendar management for key producers as needed for coverage and continuity.
• Growth, Retention & Value Expansion
  • Partner with Advisors and business line leaders to develop and implement strategic account plans designed to strengthen client retention, expand relationships, and increase revenue opportunities.
  • Identify and facilitate cross-sell and referral opportunities across NFP service offerings.
  • Support new business and acquisition opportunities by coordinating data collection, facilitating internal resources, and assisting with proposal development and presentation preparation.
  • Protect and grow the portfolio through proactive issue resolution, renewal defense strategies, and executive-level client advocacy.
  • Track account growth initiatives, opportunity pipelines, and retention metrics.
• Business & Market Competence
  • Maintain current knowledge of commercial insurance products, market conditions, carrier appetites, alternative risk strategies, and emerging industry trends.
  • Develop expertise in private equity-sponsored, family-owned, and complex middle-market organizations.
  • Represent NFP professionally in client meetings, industry events, networking opportunities, and sponsor or portfolio company engagements.
  • Apply market intelligence and competitive benchmarking to identify opportunities for program enhancements, cost containment, and risk management improvements.

Requirements

• Property & Casualty Broker's License required upon hire; CPCU or other P&C designation preferred.
• BA/BS preferred; Master's degree in a relevant field (e.g., business, statistics, math/science, actuarial science) highly desirable.
• More than 8 years of industry and product line experience.
• Retail brokerage or independent agency experience (may include Carrier, Wholesaler, or Intermediary agencies).
• Experience with EPIC or similar agency management systems is ideal; Salesforce is a plus.

Skills

• Proven ability to handle complex, multi-line insurance programs and coordinate across multiple business divisions.
• Strong executive presence with demonstrated influence and effective communication with leaders and clients.
• Validated leadership and project management skills with the ability to drive accountability across teams.
• Critical thinking and consultative problem-solving capabilities.
• Strong financial competence, including commission statement review and analysis.
• Ability to balance multiple priorities while maintaining exceptional attention to detail and responsiveness.

Benefits

• Competitive salary
• Paid time off (PTO) and paid holidays
• 401(k) with company match
• Exclusive discount programs
• Health and wellness programs
• Two “Global Wellbeing Days” annually
• Continuous learning culture with opportunities for professional growth

Pay

The base salary range for this position is $125,000 – $135,000, determined by factors including experience, credentials, education, certifications, skill level, scope of the position, and geographic location. The position may also be eligible for performance-based incentives.

Schedule

Full-time, hybrid work schedule from the Plainview, NY office. Remote options may be considered for well-qualified candidates within a reasonable commute for in-office or client meetings.